Agent Endpoints Design

1. Overview

This document defines the agent endpoint architecture for Webex Contact Center, covering desktop client types, authentication methods, device registration strategies, and integration with corporate identity systems. The endpoint strategy directly impacts agent productivity, user experience, and operational complexity.

Key Objectives: - Provide agents with intuitive, high-performance desktop experience - Support hybrid work (office and home agents) - Integrate with existing identity management (SSO) - Minimize agent training requirements - Enable supervisor monitoring and coaching

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2. Agent Endpoint Options

2.1 Desktop Client Comparison Matrix

Feature	Webex App	Agent Desktop (Browser)	Finesse Desktop	Hardware Phone
Platform	Native app (Win/Mac/Mobile)	Web browser (Chrome/Edge)	Web browser (deprecated)	Physical IP phone
Installation	Download & install	No installation	No installation	Provision via CUCM
Voice/Video	✅ Native	✅ WebRTC	✅ WebRTC	✅ Native (SCCP/SIP)
Screen Pop (CRM)	✅ Yes	✅ Yes	⚠️ Limited	❌ No
Unified Communications	✅ Chat, presence, meetings	❌ Contact center only	❌ Contact center only	❌ Voice only
Mobile Support	✅ iOS/Android	⚠️ Mobile browser	❌ No	❌ No
Ease of Use	⭐⭐⭐⭐⭐ Excellent	⭐⭐⭐⭐ Good	⭐⭐⭐ Average	⭐⭐ Basic
Recommended For	Most agents	Light users	Legacy migrations	Call center only
Licensing Cost	$25/user/month (Webex Calling)	Included in CC license	Included	Phone hardware cost

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2.2 Recommended Strategy for This Migration

Primary Endpoint: Webex App (Desktop & Mobile)

Rationale: 1. ✅ Best user experience: Modern, intuitive interface 2. ✅ Hybrid ready: Same experience in office, home, mobile 3. ✅ Future-proof: Cisco's strategic platform (Finesse EOL path) 4. ✅ Unified communications: Agents use one app for calls, chat, meetings 5. ✅ Lower training costs: Simplified onboarding

Secondary Endpoint: Agent Desktop (Browser-Based)

Use Case: - Contractors or temporary agents (no app installation) - Shared workstations (kiosks) - Quick access without installation

Tertiary Endpoint: IP Phones (Cisco 8800 Series)

Use Case: - Call center floor (shared workstations) - Agents with minimal PC interaction - Cost-sensitive deployments (reuse existing phones)

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3. Webex App Agent Endpoint

3.1 Architecture Overview

┌──────────────────────────────────────────────────────┐
│                   AGENT WORKSTATION                   │
│  ┌────────────────────────────────────────────────┐  │
│  │          Webex App (Native Client)             │  │
│  │  ┌──────────────┐  ┌──────────────────────┐   │  │
│  │  │Contact Center│  │ Unified Comms (UC)   │   │  │
│  │  │  Widget      │  │ - Calling            │   │  │
│  │  │  - Queue     │  │ - Chat               │   │  │
│  │  │  - Screenpop │  │ - Presence           │   │  │
│  │  └──────────────┘  └──────────────────────┘   │  │
│  └────────────────────────────────────────────────┘  │
│         │                        │                    │
│         │ HTTPS/WSS              │ SIP/SRTP          │
│         ▼                        ▼                    │
│  ┌─────────────────┐      ┌──────────────────┐      │
│  │ Webex Contact   │      │  Webex Calling   │      │
│  │ Center Cloud    │      │  Cloud Platform  │      │
│  └─────────────────┘      └──────────────────┘      │
└──────────────────────────────────────────────────────┘

Communication Protocols: - Signaling: HTTPS/WebSockets (443) for contact center control - Media: SRTP (UDP 8000-48199) for voice/video - Authentication: SAML 2.0 SSO via Azure AD/Okta

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3.2 Webex App System Requirements

Minimum Requirements:

Component	Specification
Operating System	Windows 10/11, macOS 11+, iOS 14+, Android 8+
Processor	Dual-core 2.0 GHz
Memory	4 GB RAM (8 GB recommended)
Disk Space	500 MB free
Display	1280×720 resolution minimum
Network	10 Mbps download, 5 Mbps upload
Latency	<100ms to Webex cloud
Browser (for web version)	Chrome 90+, Edge 90+, Safari 14+

Recommended Requirements (for optimal performance):

Component	Specification
Processor	Quad-core 2.5 GHz or higher
Memory	8 GB RAM (16 GB for multitasking)
Network	25 Mbps download, 10 Mbps upload
Headset	USB headset (Cisco 500 Series or Jabra equivalent)
Webcam	720p or higher (for video interactions)

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3.3 Webex App Installation and Deployment

Deployment Methods:

Option 1: User Self-Install (Recommended for Small Teams)

1. Agent visits: https://www.webex.com/downloads.html
2. Downloads Webex App installer
3. Runs installer (auto-updates enabled by default)
4. Logs in with corporate credentials (SSO redirect to Azure AD)

Option 2: Mass Deployment via SCCM/Intune (Enterprise)

Silent Installation (Windows):

# Download MSI installer
Invoke-WebRequest -Uri "https://binaries.webex.com/WebexTeamsDesktop-Windows-Gold/Webex.msi" -OutFile "C:\Temp\Webex.msi"

# Silent install
msiexec /i "C:\Temp\Webex.msi" /qn ALLUSERS=1 AUTOSTART=1

GPO Deployment: - Place MSI in network share: \\fileserver\software\webex\Webex.msi - Create GPO: Computer Configuration > Policies > Software Settings > Software Installation - Assign to OU containing agent workstations

Intune Deployment: - Upload Webex MSI to Intune - Create assignment targeting agent device group - Deploy with required installation

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3.4 Webex App Configuration (Contact Center Widget)

Enable Contact Center Widget in Webex App:

1. Admin Configuration (Webex Control Hub):
2. Navigate to: Control Hub > Contact Center > Settings > Desktop
3. Enable "Webex App Integration"

4. Configure widget layout and features

5. Agent Experience:

6. Agent opens Webex App
7. Contact Center widget appears in left navigation
8. Agent sets status to "Available"
9. Incoming calls routed to Webex App with screen pop

Widget Features:

Feature	Description
Queue Status	Real-time view of calls in queue
Agent State	Available, Unavailable, Break, Lunch, etc.
Call Controls	Answer, hold, transfer, conference, mute
Screen Pop	Automatic CRM record display (Salesforce, etc.)
Wrap-Up Codes	Post-call disposition selection
Chat/Email	Omnichannel interactions in single interface

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4. Agent Desktop (Browser-Based)

4.1 Architecture Overview

URL: https://desktop.wxcc-us1.cisco.com (region-specific)

┌─────────────────────────────────────────────┐
│       Agent Workstation (Web Browser)        │
│  ┌────────────────────────────────────────┐ │
│  │  Webex Contact Center Agent Desktop    │ │
│  │  (Chrome/Edge Browser)                 │ │
│  │  ┌──────────┐  ┌──────────────────┐   │ │
│  │  │  WebRTC  │  │  Screen Pop (CRM)│   │ │
│  │  │  Softphone│  │  Integration     │   │ │
│  │  └──────────┘  └──────────────────┘   │ │
│  └────────────────────────────────────────┘ │
│         │                      │             │
│         │ HTTPS/WSS            │ HTTPS       │
│         ▼                      ▼             │
│  ┌──────────────┐      ┌─────────────────┐ │
│  │ Webex CC     │      │  Salesforce CRM │ │
│  │ Cloud        │      │  (or other CRM) │ │
│  └──────────────┘      └─────────────────┘ │
└─────────────────────────────────────────────┘

Communication: - Signaling: WebSockets over HTTPS (port 443) - Media: WebRTC (SRTP over UDP, or TCP if UDP blocked) - Authentication: SAML 2.0 SSO

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4.2 Browser Requirements

Supported Browsers:

Browser	Minimum Version	Recommended	Notes
Google Chrome	90+	Latest	✅ Best performance
Microsoft Edge	90+ (Chromium)	Latest	✅ Recommended
Safari	14+	Latest	⚠️ macOS/iOS only
Firefox	88+	Latest	⚠️ Limited WebRTC support

Browser Extensions/Plugins: - ❌ No extensions required (native WebRTC) - ⚠️ Disable ad-blockers (may block WebSocket connections) - ✅ Allow microphone/camera permissions

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4.3 Agent Desktop Login Flow

1. Agent navigates to: https://desktop.wxcc-us1.cisco.com
2. Click "Sign In"
3. SSO redirect to Azure AD/Okta
4. Enter corporate credentials (username@company.com)
5. MFA challenge (if enabled): Authenticator app code or SMS
6. SSO redirects back to Webex Agent Desktop
7. Agent desktop loads, agent selects team and goes "Available"

Session Duration: - Default timeout: 8 hours of inactivity - Refresh token valid: 30 days

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5. Authentication and Identity Integration

5.1 Single Sign-On (SSO) Architecture

Identity Provider (IdP): Azure AD (Microsoft Entra ID)

┌──────────┐       ┌───────────┐       ┌─────────────┐
│  Agent   │       │ Azure AD  │       │ Webex Cloud │
│ Browser  │       │   (IdP)   │       │     (SP)    │
└────┬─────┘       └─────┬─────┘       └──────┬──────┘
     │                   │                     │
     │─1. Access Webex───────────────────────►│
     │                   │                     │
     │◄2. Redirect to IdP (SAML AuthnRequest)─│
     │                   │                     │
     │─3. Present Credentials──────────────────►│
     │                   │                     │
     │◄4. MFA Challenge─────────────────────────│
     │                   │                     │
     │─5. MFA Code──────────────────────────────►│
     │                   │                     │
     │◄6. SAML Assertion─────────────────────────│
     │                   │                     │
     │─7. SAML Response (token)────────────────►│
     │                   │                     │
     │◄8. Grant Access (session established)──────│

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5.2 Azure AD SAML Configuration

Step 1: Register Webex in Azure AD

1. Azure Portal > Enterprise Applications > New Application
2. Search "Cisco Webex"
3. Add application
4. Configure SAML settings:

Setting	Value
Identifier (Entity ID)	https://idbroker.webex.com/{OrgID}
Reply URL (ACS URL)	https://idbroker.webex.com/idb/saml2/sso/{OrgID}
Sign-on URL	https://admin.webex.com
Logout URL	https://idbroker.webex.com/idb/saml2/slo/{OrgID}

Step 2: Configure User Attributes

Claim	Attribute	Source
uid	user.userprincipalname	User attribute
email	user.mail	User attribute
givenName	user.givenname	User attribute
sn (surname)	user.surname	User attribute

Step 3: Assign Users/Groups

• Assign Azure AD security group: "Contact-Center-Agents"
• All members auto-provisioned to Webex

Step 4: Download SAML Metadata

• Download Federation Metadata XML
• Upload to Webex Control Hub > Organization Settings > SSO

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5.3 Multi-Factor Authentication (MFA)

Requirement: MFA mandatory for all agent logins.

Supported MFA Methods:

Method	User Experience	Security Level
Microsoft Authenticator	Push notification to mobile app	⭐⭐⭐⭐⭐ Highest
SMS/Text Message	6-digit code via SMS	⭐⭐⭐ Medium
Email Code	6-digit code via email	⭐⭐ Low (not recommended)
Hardware Token (YubiKey)	Physical FIDO2 key	⭐⭐⭐⭐⭐ Highest

Recommended: Microsoft Authenticator (push notifications)

Enrollment Process:

1. Agent logs in for first time (Azure AD SSO)
2. Azure AD prompts: "More information required"
3. Agent installs Microsoft Authenticator app
4. Scans QR code to link account
5. Subsequent logins: Receive push notification, approve on phone

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6. Device Registration Strategies

6.1 Webex Calling (Cloud Registration)

Architecture: Agents register directly to Webex Calling cloud (no CUCM).

┌──────────────┐         ┌─────────────────┐
│  Webex App   │ SIP/TLS │ Webex Calling   │
│  (Agent)     │◄────────►│ Cloud Platform  │
└──────────────┘         └─────────────────┘
       │                         │
       │                         │
       │ Contact Center Call     │
       │                         │
       ▼                         ▼
┌──────────────┐         ┌─────────────────┐
│ Webex CC     │         │ PSTN (via CUBE) │
│ Cloud        │◄────────►│ or Cloud PSTN   │
└──────────────┘         └─────────────────┘

Advantages: - ✅ Simplified architecture (no CUCM dependency for agents) - ✅ Cloud-native, fully managed - ✅ Unified Webex experience (calling + contact center)

Disadvantages: - ❌ Requires Webex Calling license ($25/user/month) - ❌ Cannot reuse existing CUCM-registered phones

Use Case: Greenfield or modernization projects.

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6.2 CUCM Registration (Hybrid Model)

Architecture: Agent phones register to on-premises CUCM, CUCM integrates with Webex CC.

┌──────────────┐         ┌─────────────────┐
│  IP Phone    │  SCCP/  │  CUCM Cluster   │
│  (8841, etc.)│  SIP    │  (On-Premises)  │
└──────────────┘         └─────────────────┘
       │                         │
       │                    SIP Trunk
       │                         │
       ▼                         ▼
┌──────────────┐         ┌─────────────────┐
│ Webex CC     │◄────────►│ CUBE/SBC        │
│ Cloud        │  TLS/SIP │ (On-Premises)   │
└──────────────┘         └─────────────────┘

Advantages: - ✅ Reuse existing IP phones (CAPEX savings) - ✅ Leverage existing CUCM infrastructure - ✅ No additional Webex Calling license required

Disadvantages: - ❌ More complex architecture (CUCM + CUBE + Webex) - ❌ CUCM maintenance burden - ❌ No unified Webex App experience

Use Case: Avaya migrations with existing Cisco IP phones.

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6.3 Recommended Strategy for This Migration

Phase 1 (Migration): CUCM Registration - Reuse existing IP phones - Minimize initial change - Reduce licensing costs

Phase 2 (Optimization, +6 months): Migrate to Webex Calling - Transition agents to Webex App - Decommission CUCM (reduce on-premises footprint) - Simplify architecture

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7. Headset and Audio Device Standards

7.1 Approved Headset Models

USB Headsets (Recommended):

Model	Type	Noise Cancellation	Price	Use Case
Cisco 730	Over-ear	Active (ANC)	$249	Premium, executives
Cisco 522	Single-ear	Passive	$99	Standard agents
Jabra Evolve2 65	Over-ear	Active	$229	Hybrid (UC + CC)
Plantronics Blackwire 3325	Over-ear	Passive	$79	Budget-friendly

Wireless Headsets (for mobility):

Model	Type	Battery Life	Range	Use Case
Cisco 730 Wireless	Over-ear	20 hours	30 meters	Premium, mobile
Jabra Engage 75	Over-ear	13 hours	150 meters	Call center floor

Procurement Recommendation: - Standard agents: Cisco 522 or Plantronics Blackwire 3325 - Supervisors/managers: Cisco 730 or Jabra Evolve2 65 - Shared workstations: Cisco 522 (wired, durable)

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7.2 Audio Configuration Best Practices

Webex App Audio Settings:

1. Open Webex App > Settings > Audio
2. Microphone: Select USB headset
3. Speaker: Select USB headset
4. Automatic Gain Control: Enabled
5. Echo Cancellation: Enabled
6. Noise Suppression: Enabled (AI-powered)

Windows Audio Settings:

• Set Cisco headset as "Default Communication Device"
• Disable "Exclusive Mode" (allows multiple apps to use audio)
• Test microphone levels: 50-70% input volume

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8. Supervisor Desktop and Monitoring

8.1 Supervisor Capabilities

Real-Time Monitoring:

Feature	Description
Agent Status View	See all agents' real-time status (Available, On Call, Break)
Queue Statistics	Calls in queue, longest wait time, service level
Silent Monitoring	Listen to agent-customer calls (agent unaware)
Whisper Coaching	Speak to agent (customer cannot hear)
Barge-In	Join call as 3rd party (customer hears supervisor)

Historical Reporting:

• Agent performance reports (calls handled, average handle time)
• Queue performance (service level, abandonment rate)
• Export to CSV/Excel

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8.2 Supervisor Desktop Access

Option 1: Webex App (Supervisor Widget)

• Supervisor logs into Webex App with supervisor credentials
• Supervisor widget displays team performance dashboard
• Real-time call controls (monitor, whisper, barge)

Option 2: Agent Desktop (Supervisor View)

• Access: https://desktop.wxcc-us1.cisco.com
• Role: Supervisor (assigned in Webex Control Hub)
• Full access to agent monitoring and reporting

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9. Home Agent Considerations

9.1 Home Office Endpoint Requirements

Network: - 10 Mbps download / 5 Mbps upload minimum - <100ms latency to Webex cloud - Wired connection preferred (Wi-Fi acceptable if 5 GHz)

Hardware: - Laptop/desktop meeting Webex App system requirements - USB headset (not laptop built-in mic/speaker) - Webcam (if video interactions enabled)

Software: - Webex App installed (or browser-based Agent Desktop) - VPN client (if required for CRM access) - Antivirus/endpoint protection

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9.2 Home Agent Security

Endpoint Protection:

• Antivirus software (Windows Defender, CrowdStrike, etc.)
• Firewall enabled
• Disk encryption enabled (BitLocker, FileVault)
• Auto-updates enabled (OS and Webex App)

Access Control:

• VPN required for CRM/internal systems (split-tunnel for Webex)
• MFA mandatory for all logins
• Screen lock after 5 minutes of inactivity

Acceptable Use Policy:

• Agent workstation dedicated to work use
• No family members sharing workstation
• No installation of unauthorized software
• Compliance with corporate security policy

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10. Troubleshooting and Common Issues

10.1 Webex App Issues

Symptom	Likely Cause	Resolution
Cannot log in	SSO misconfiguration	Verify Azure AD SAML settings, check user assignment
No audio on calls	Headset not selected	Webex App > Settings > Audio > Select USB headset
One-way audio	Firewall blocking UDP	Check firewall rules for UDP 8000-48199
Contact Center widget missing	Not enabled in Control Hub	Admin: Enable CC integration in Control Hub
Choppy audio	Network congestion or packet loss	Test network (latency, jitter), switch to wired connection

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10.2 Agent Desktop (Browser) Issues

Symptom	Likely Cause	Resolution
"Browser not supported"	Using unsupported browser	Switch to Chrome or Edge (latest)
Microphone not working	Browser permission denied	Chrome: Settings > Privacy > Microphone > Allow
Call not connecting	WebRTC blocked by firewall	Check corporate firewall, contact IT
Screen pop not appearing	CRM integration issue	Verify Salesforce connector in Control Hub

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10.3 Diagnostic Tools

Webex App Logs:

Windows: %APPDATA%\CiscoSparkNativeMessenger\logs macOS: ~/Library/Logs/Cisco Spark/

Browser Console (Agent Desktop):

1. Open Agent Desktop in Chrome
2. Press F12 to open Developer Tools
3. Go to "Console" tab
4. Look for errors (red text)
5. Screenshot and send to support

Network Test Tool:

https://mediatest.webex.com - Tests bandwidth, latency, jitter, packet loss - Provides pass/fail report for Webex readiness

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11. Training and Onboarding

11.1 Agent Training Plan

Duration: 4 hours (half-day session)

Curriculum:

Module	Duration	Topics
1. Webex App Basics	30 min	Login, navigation, status management
2. Handling Calls	60 min	Answer, hold, transfer, conference, mute
3. CRM Screen Pop	30 min	Understanding customer context, updating records
4. Omnichannel (Chat/Email)	45 min	Responding to chat, email handling
5. Supervisor Interaction	15 min	Escalation, coaching, team communication
6. Troubleshooting	30 min	Common issues, who to contact
7. Q&A and Practice	30 min	Live practice in sandbox environment

Training Delivery: - Weeks 1-2: Supervisor training (train the trainer) - Weeks 3-6: Agent training (batches of 20-30 agents) - Week 7+: Ongoing support (office hours, knowledge base)

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11.2 Quick Reference Guide

Agent Quick Reference Card (Print/PDF):

╔═══════════════════════════════════════════════════════╗
║  WEBEX CONTACT CENTER AGENT QUICK REFERENCE           ║
╠═══════════════════════════════════════════════════════╣
║ LOGIN:                                                 ║
║ 1. Open Webex App                                      ║
║ 2. Click Contact Center icon (left menu)              ║
║ 3. Select Team → Go Available                          ║
╠═══════════════════════════════════════════════════════╣
║ CALL CONTROLS:                                         ║
║ • Answer: Click "Accept" or press Space                ║
║ • Hold: Click "Hold" button                            ║
║ • Transfer: Click "Transfer" → Select destination      ║
║ • Mute: Click "Mute" or press Ctrl+D                   ║
╠═══════════════════════════════════════════════════════╣
║ BREAKS:                                                ║
║ 1. Click status dropdown (top right)                   ║
║ 2. Select "Break" or "Lunch"                           ║
║ 3. Return: Select "Available"                          ║
╠═══════════════════════════════════════════════════════╣
║ NEED HELP?                                             ║
║ • IT Support: x5555 or helpdesk@company.com            ║
║ • Supervisor: Click "Escalate" button                  ║
║ • Knowledge Base: https://kb.company.com/webex         ║
╚═══════════════════════════════════════════════════════╝

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